What is your career background?

I have more than 11 years of experience as an executive housekeeper with Danat Jebel Dhanna Resort and was part of the pre-opening team. I started my career in 1993 as a room attendant at a five-star hotel in the Philippines. I gradually worked my way up, and have been a part of pre-opening teams with nine years’ supervisory experience in the housekeeping department. This is my first job abroad and I’m satisfied with my efforts till date.

What are your responsibilities at the hotel?

I am responsible for formulating my department’s standard operating procedure. More importantly, I oversee the maintenance and cleanliness of the facilities, along with my team, which is of utmost importance for guests who stay at the hotel. I also report repair requirements and keep my eyes peeled for any safety hazards that might discomfort guests. We practise sanitation drills in the housekeeping department to fulfil health law requirements, and also ensure all public areas are kept spick and span. Another interesting facet of my job is the responsibility to procure supplies used in my department.

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How do you motivate staff in your department?

Working with the team and getting yourself involved in the operations is a good tool to stay motivated and keep the vigour alive within the team. A two-way communication goes a long way in ensuring smooth operations: speak with respect and listen carefully, and interaction must be clear and precise. A good working environment too is extremely important and regular counselling to discuss work performance and updates goes a long way. It’s important to offer staff the opportunity for self-development, and do not hesitate to give a pat on the back and recognise an individual’s good efforts.

What are the challenges you face in your department and how do you overcome them?

Managing the team is always a challenge considering their various work attitudes, personalities, behaviour and their outlook on job responsibilities. One needs to stay focused, determined and stronger to overcome these challenges by keeping a positive mind and approach. Maintenance of the room is another big challenge considering various behavioural patterns. One of the biggest operational challenges we face are carpet stains, especially if they are not attended to immediately.

What are some of the trends you have observed in the hospitality industry?

Promotional packages for guestrooms as well as dining deals are very competitive. Basic facilities such as providing guests with free Wi-Fi has become mandatory because of guests’ interest in social media, as well the need to stay connected for business travellers. A trend I have noticed is that many new hotels feature limited furnishings in the room, with added emphasis on a spacious bathroom. A good night’s sleep is equally important as is a comfortable bed and pillow, and guests do not always appreciate a larger bathtub than their living space.

What are some of your achievements?

Reaching this far is truly an achievement. Working outside your native land for the first time is a risk because adjustment and adaptability normally takes time considering the norms, traditions and lifestyle in general. If you stay determined and focused to achieve your goal then things tend to work out. Moreover, the hotel structure is aging but with the strong support and coordination of the team, we manage to maintain it at par.